Champion Plumbing

The previous response addresses, along with ***'s previous visit, covers everythingI confirmed the subcontractor for excavation charged for ft of excavationThey followed the house drain past all the problems and breaks marked by ***They tunneled slightly past the last break (which was the largest) to ensure we tied onto a good section of pipeOn a tunnel job you are charged for the footage excavated, not the amount of pipe replacedThe entire line was replaced to that pointA static test was performed on the entire system and PASSEDThis indicates there were no other breaks/leaks in the system at the time of service in A permit was pulledthis means a third party from the city came out to inspect the entire jobThe job passed inspection and was verifies it was done correctlyI'd also like to point out again, that Champion does not warranty any original plumbingThis means we warranty the work we performed but can not warranty your original cast iron plumbing that was not replaced and still existI also want to point out that Champion replaced the house drain up to that bathroom and this was confirmed by your two second opinions as stated in your letterI also want to point out that your two second opinions stated you had a break on a seperate lineThis is a small line that runs from the tub, towards the toilet per your letter as wellThis line was not replaced by Champion, nor did you pay to have this line repairedI would also like to point out, this original line passed a static test during our original repair back in I would also like to point out that said work had a one year warrantyWe fulfilled our obligations back in and stand by the repairs we made, the static test performed/passed at the time and the inspector that crawled under the home, inspected the entire job and blessed the work done with a green tagI'd also like to point out that your entire house drain, to that point we replaced, was in very bad shapeAlso the replaced section of sewer line in the yard was in need of replacement***/Champion was honest in our assessment and workWe did not attempt to sell you an entire sewer line that you did not needWe also did not sell you on re-piping your entire home as it was not needed at the time of serviceChampion simply bid and replaced was was needed back in The remainder of your system appeared and tested goodAlso, It wasn't just one bad spot Champion replacedAgain, everything replaced was necessary and everything left not replaced was tested to be in working order at the time I apologize for the other issues that developed in your systemHowever, regardless of how close to the repairs made by Champion, they are separate issuesSeparate issues on a separate branch drain lineI strongly feel that Champion had/has done everything properlyTherefore, your demand for money to have another company fix a completely different line just seems crazy to meI can not explain work performed in any further detailYour threat of legal action will also not change what transpired nor change the way I strongly feelI'm prepared to invest resources to simply defend Champion's integrity

Mr [redacted] , I'd like to address your original complaint with what looks like it actually contains several complaintsYou contacted Champion Plumbing and scheduled service December 8, You stated another company was out and informed you that you needed an entire air handler replacementYou were seeking a second opinionAn employee was sent out and noted a defective evaporator coil within your air handlerChampion Plumbing was honest in our assessment and even brought to your attention that the Coil was under a manufacture parts warrantyWith this warranty we could just swap the defective part with the manufacture and save you the expense of purchasing large equipment out of pocketWe proceeded to change out your coil and exchange it with the manufactureWhat you paid for was non-covered labor, refrigerant recovery and to charge the system properly after the installationYou also signed up for a service plan that I will cover in more detailI'd like you to keep in mind Champion Plumbing stands behind our workmanship and laborWe however, can not warranty any other existing components within your old systemThis means any if any other existing equipment fails, it would not fall under our labor warrantyI verified you did sign up for a service planThis plan was an agreement between yourself and Champion Plumbing, not the service techThis isn't an extended warranty on your system as you seem to implyThe service plan allows one free AC tune up annually, priority dispatching, and member discount (roughly 15% off pricing)The value of the service plan is Typically Champion Plumbing discounts the labor on the task at hand when a Service Plan is purchasedThis means if your bill were to be regular price, we offer the 15% when you purchase the Service Plan at the time of serviceThis would mean the labor would be discounted by and priced at We'd then figure in the cost of the service planThis typically means you pay much less that the actual (the example above would by purchased for 49.00).If you experienced issues or felt the job was not performed properly, why would you not contact the original company for assessment? I would ask why you would not contact Champion Plumbing if you have a service plan? [redacted] with Champion Plumbing had conversation with you and you stated an unrelated component needed to be replaced per another companyTypically our service plan is nonrefundable

The number listed is not a personal number, it is one of the company linesHowever, the details do not matterA refund check (Number ***) has been issued and mailed as of 8/3/I believe this is what you were requestingThank you

If your seeking acknowledgement that there was a lack of communication, I agreeMy point is, the timing on the condenser install has alot to do with when the equipment is ready for pick upChampion Plumbing & Air receives no estimation on when equipment will be ready that is order through your home warranty companyWe are simply told we will be contacted by [redacted] when it is ready for pick upIn many cases, we have had customers calling and stating we were supposed to be out to install as their equipment is readyUpon investigation, we find we were never informed by [redacted] that equipment is ready but the homeowner was informed firstAlso, as far as not paying for the condenser, you did have an agreed out of pocket expense of My technician, [redacted] indicated you told us to bill you upon completion of the installUpon Lisa calling you for collection, you stated we were only calling because you filed a complaintYou also stated you were unaware of any responsibility and we could go to court over it At this point, please keep the for your troubles and headache in having to wait for your home warranty to obtain equipment and the lack of communication between all parties

Dear [redacted] ***: I am writing you in response to your letter written/dated January 21, I appreciate the time given to pull your invoices, pull copies of the City of San Antonio permit and speak with ***, the Licensed Plumber that performed the work at your residenceI also searched for some images that may better illustrate the scope of work performed by Champion PlumbingI understand and agree with your statement about [redacted] being dispatched to your residence on or about September 12, I understand [redacted] ran a camera trough you main house drain and found a major breakThis house drain is the main drain that runs from the toilet area in the bathroom mentioned in your letter, to the outside of your homeOnce the line we refer to as the main house drain passes the foundation, it becomes the sewer line [redacted] noted a major break on the house drain, about the point of the bathroom door as mentionedThere were also issues noted outside with the sewer line as wellYour residence has what is referred to as a branch drainage systemThere is one main sewer line that enters the house and you will have several branches off the main house drainThese branches will service your various fixturesI have attached two illustrationsWhile not an exact diagram of your home, they provide an understandable representation of a similar style drain system [redacted] collected half down and began work on or about September 29, Champion Plumbing pulled a City Plumbing Permit as requiredAs agreed, [redacted] replaced about 18’ of sewer line outside the houseThis section of sewer line replaced also included the new installation of a two-way cleanout [redacted] also had tunneled under the home about 30’ to install a new PVC line, just past the broken section of original linePlease look at the diagrams; you will see a representation of the line replace (blue color)Upon replacement of the line, [redacted] performed a static testA static test is performed by placing a test ball in the installed two-way cleanout in the yardThe drainage system is then filled up to a measureable levelWe allow the system to hold water for about an hourThis static test tells us if there are any additional breaks in the drainage system or any leaks in our repair(s)Your system passedIn addition to our testing, Champion Plumbing also pulled a city plumbing permitUpon completion of the repair, the job was scheduled for inspection with a City Plumbing InspectorThe inspector’s duty is to ensure work is performed properlyThis includes using approved methods, approved materials, ensuring proper codes are followed (IE: proper drainage/fall) and work is performed by a licensed companyThe inspector passed the inspection, ensuring the job was performed properlyI attached a copy of the permit from the City of San Antonio’s websiteThe website shows the permit application as FinalizedIn reading your letter, you had a tub stoppage and a washer stoppageUpon [redacted] arriving in July of (dispatch records), he ensured the repair Champion Plumbing performed was in working orderAfter inspecting the house drain, [redacted] suspected an issue with a branch lineHe quoted a price for further investigation as this was proved to be a separate issue than the prior repairI understand you opted not to have Champion Plumbing perform further investigationOn your first/second opinion stated in your letter, a camera was ran by a plumberYou were told there was PVC piped to the toilet areaThis would confirm that ***/Champion Plumbing replaced your house drain to the toilet area as agreedKeep in mind, your entire system passed a static test at the time of Champion Plumbing’s repairThis plumber confirmed what [redacted] suspected when he was out in July that there was a problem on a branch lineIt also confirmed ***’s statement that the problem area was a different issue than previously correctedThis branch line was from the tub to the toilet, based on your other opinionsAlso keep in mind, Champion Plumbing does not warranty existing plumbingI understand your frustration and hope this letter serves to clarify the scope of work Champion Plumbing performedPlease take into consideration that Champion Plumbing performed necessary work and stand behind our workmanshipChampion Plumbing’s repair was done in accordance to both Texas State and local plumbing codesChampion Plumbing only quoted/preformed the work that needed to be performed at the time of serviceChampion Plumbing also charged only for work that was contracted and completedI apologize but I do not agree that Champion Plumbing could have any possible liability for any problems or future problems that develop to the original plumbing within your residence.Respectfully, [redacted]

Complaint: [redacted] I am rejecting this response because:The response is simply a copy of the unsatisfactory letter the company sent me on March 21stI had sent a certified letter on January 21st, which the company refused to pick up from the post officeAfter my letter was returned to me, I sent another letter by regular mail without a return addressMy second letter was just a cover letter for the original letter which I attachedIn my cover letter, I stated that I would contact the Revdex.com and the state plumbing board if I did not have a satisfactory response by March 15thSeveral days later, Champion called and asked me to give them a couple of days to research the situationI called them on March 16th and asked if they were going to respond to the letter and was told I would have it via email by the end of the business dayIn fact, I didn't receive it until March 21stThat letter is the one copied as Champion's response to the Revdex.comThe letter does not address the fact that Champion's plumber told me that the worst problem was in my hall bath, and they were to replace the line thereYet, the same problem still exists today.I have contracted with another company to make the repairsYesterday, their plumber did a camera inspection and reported that the line was replaced only feet under the house, although my contract with Champion called for a 30-foot tunnelThe blockage is at feet--the spot Champion was supposed to reach with the 30-foot tunnelChampion did not complete the work contracted and paid for, and they have not addressed that issue in their response [redacted]

In response to Mr *** complaint...We had received a service order from *** *** *** *** company, for air conditioning repair, as the customer statedAccording to our service contract with *** *** we must contact the customer within hours of receiving the work order and schedule
service within hoursMr *** was contacted within this time frameWe arrived and found the condenser unit to not be repairableWhen a *** *** customer needs a large piece of equipment, such as this condenser (outside air conditioning unit), *** *** provides the equipmentWe have in many cases, had to wait a week for the home warranty company to purchase the equipment and have it ready for us to pick up at a local supply houseThis is the terms and way *** *** does business with their customersAs Mr *** indicated, we had an appointment for Saturday to install the condenser unitUpon arriving at the supply house, we found *** *** had ordered an incorrect unit for their customerIt took additional time to ensure the correct unit was picked up and installedI understand Mr *** had to wait almost a week for the unit to be ordered, pickup up and installedHowever, this was due to Mr *** home warranty company and they way they handle equipment purchases and installs with their customersChampion Plumbing & Air is responsive and completes repairs within a timely mannerHowever, the delay was due to the customer's home warranty companyAlso, the customer complained about the water heater service not being taken care of in a timely mannerThis work order wasn't even dispatched to Champion and had been sent to another service provider (*** ***) per the customerWhen there was no response from the other company, the complaint resulted in the work order being transferred to Champion Plumbing & AirAgain, Champion Plumbing & Air contacted the customer within the agreed time frame with *** *** and completed the water heater repairThe jobs have been completedAs for reimbursing the customer vacation time, I don't feel that to even be a reasonable request from ChampionWe even performed Saturday service which is above and beyond the terms with *** *** to get the customer up and runningI feel this complaint is centered more around the home warranty company's procedures and not the service provided by Champion Plumbing & Air

Complaint: ***
I am rejecting this response because: What Champion says is simply not trueTwo other plumbers have confirmed that the original clump of roots and broken pipe that *** described to me on his first visit still existsI asked several times during the process if Champion was taking care of everything that needed to be fixed, and *** assured me that they wereIf that were the case, I would not have had the same problems continue after the repairs were doneThat mass of roots didn't grow in a matter of weeks or months after years in which the other breaks and root growth occurred in the lineThe problem was developing through the years and was in need of repair when Champion did their workI have been complaining about this for more than a yearThe first note I have of making a call to Champion about a blockage was 2/26/15, five months after the work was completed*** came out several times since then and never could tell me what the problem wasHe told me to put Liquid Plumber down the drain every two weeks and couldn't explain why that would be necessaryIf Champion had thoroughly checked out the situation on the first--or second or third or fourth or ...--complaint, this would not have continued for a year and a half. The bottom line is that when Champion gave me a quote, *** told me that there were several breaks in the pipe with clusters of roots but that the worst was in the hall bathroom between the tub and toiletThat should have been taken care of in the repairs, and it was not.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The issue here had to do with Champion setting appointments and then not showing up and I had to call to reschedule appointments. No communication occurred with me directly. I would wait on the days that Champion was to show up and there was no reply. I had to call the office and then they said they had to call the technician. Or service was scheduled hours after the time the dispatcher told me just a couple days prior to the appointment. I also know of one other person in the Title business that experienced this very same treatment for an issue on her home and *** *** was not involved. I finally blew my temper with Champion as this was unreasonable service and is what I'm complaining about. They are making the communication issue sound like it is the fault of *** ***. If there is a delay or change in appointments then the clients need to be communicated with rather than letting them sit around and wondering So this seems to be a problem with the office. And after discussions on FB another person that knows me in business brought this same fact up as well.In the meantime either *** *** or Champion did not charge me for the condenser so I was happy with that but I'm still not sure who paid for it.The hot water tank did get replaced and I paid for my part of the work. However, it should be noted that I arranged for that appointment directly with the technician that visited my home and not with the office of Champion. Having that direct contact insured that the appointment was on time.I am happy that I did not have to pay for the condenser. However, I would like it to remain on record that the office procedures for setting appointments, even when the correct condenser was available, still did not occur properly. On the final day the condenser was to be installed I had an appointment for Saturday morning. The technicians called and said they did not know of such an appointment and could only make it Saturday afternoon. The work was finally completed at 5:pm. It seems like the office sets appointments knowing that they won't be met. I think the general public should know about that and that this complaint should remain on record for that very reason
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: It is true I did contact another company for an assessment on the lack of coolness in the unit, It wasn't your tech who informed me of the warranty. I provided him the p'work from [redacted] Co (The place the unit came form )and his reply was "Who is [redacted]). It isn't against the law for consumers to seek out others to compare pricing for repairs. If you recall, your company had taken my monies and I had to make numerous calls to get Your company for someone to replace the coil after [redacted] Co had received the replacement. It took me to inform you that I'd make contact with the Schertz city inspector, Your receptionist called and said he'll be out the next day. How many times did I hear that before. Too many to count. [So Don't think your tech was a detective, as I provided him the paperwork for the unit. With the continuous lack of your customer concerns and the numerous times your telephone person said you would call me back, he's in a meeting, I'll have him call you back, he's not in yet, he just walked out. Too many inconsistencies with her responses and her lack of concern as well. Your tech said that I would be provided 2 annual services, summer and fall not one. So who was providing the erroneous info, you or him? Just give me my $199.00 back like your receptionist said when she called me (woke me up since I work nights) on 17Jul2016 from # [redacted] and said (We are going to refund your $199.00. I said "Thank You". Is that not her personal number, How else would I have obtained it, So where is the check? I too want his chapter closed, so your call. What's next?[redacted]
Regards,
Glenn [redacted]

Mr [redacted], I'd like to address your original complaint with what looks like it actually contains several complaints. You contacted Champion Plumbing and scheduled service December 8, 2015. You stated another company was out and informed you that you needed an entire air handler...

replacement. You were seeking a second opinion. An employee was sent out and noted a defective evaporator coil within your air handler. Champion Plumbing was honest in our assessment and even brought to your attention that the Coil was under a manufacture parts warranty. With this warranty we could just swap the defective part with the manufacture and save you the expense of purchasing large equipment out of pocket. We proceeded to change out your coil and exchange it with the manufacture. What you paid for was non-covered labor, refrigerant recovery and to charge the system properly after the installation. You also signed up for a service plan that I will cover in more detail. I'd like you to keep in mind Champion Plumbing stands behind our workmanship and labor. We however, can not warranty any other existing components within your old system. This means any if any other existing equipment fails, it would not fall under our labor warranty. I verified you did sign up for a service plan. This plan was an agreement between yourself and Champion Plumbing, not the service tech. This isn't an extended warranty on your system as you seem to imply. The service plan allows one free AC tune up annually, priority dispatching, and member discount (roughly 15% off normal pricing). The value of the service plan is 199.00. Typically Champion Plumbing discounts the labor on the task at hand when a Service Plan is purchased. This means if your bill were to be 1000.00 regular price, we offer the 15% when you purchase the Service Plan at the time of service. This would mean the labor would be discounted by 150.00 and priced at 850. We'd then figure in the cost of the service plan. This typically means you pay much less that the actual 199.00 (the example above would by purchased for 49.00).If you experienced issues or felt the job was not performed properly, why would you not contact the original company for assessment? I would ask why you would not contact Champion Plumbing if you have a service plan? [redacted] with Champion Plumbing had conversation with you and you stated an unrelated component needed to be replaced per another company. Typically our service plan is nonrefundable.

Dear [redacted]: I am writing you in response to your letter written/dated January 21, 2016. I appreciate the time given to pull your invoices, pull copies of the City of San Antonio permit and speak with [redacted], the Licensed Plumber that performed the work at your residence. I also searched for...

some images that may better illustrate the scope of work performed by Champion Plumbing. I understand and agree with your statement about [redacted] being dispatched to your residence on or about September 12, 2014. I understand [redacted] ran a camera trough you main house drain and found a major break. This house drain is the main drain that runs from the toilet area in the bathroom mentioned in your letter, to the outside of your home. Once the line we refer to as the main house drain passes the foundation, it becomes the sewer line. [redacted] noted a major break on the house drain, about the point of the bathroom door as mentioned. There were also issues noted outside with the sewer line as well. Your residence has what is referred to as a branch drainage system. There is one main sewer line that enters the house and you will have several branches off the main house drain. These branches will service your various fixtures. I have attached two illustrations. While not an exact diagram of your home, they provide an understandable representation of a similar style drain system. [redacted] collected half down and began work on or about September 29, 2014. Champion Plumbing pulled a City Plumbing Permit as required. As agreed, [redacted] replaced about 18’ of sewer line outside the house. This section of sewer line replaced also included the new installation of a two-way cleanout. [redacted] also had tunneled under the home about 30’ to install a new PVC line, just past the broken section of original line. Please look at the diagrams; you will see a representation of the line replace (blue color). Upon replacement of the line, [redacted] performed a static test. A static test is performed by placing a test ball in the installed two-way cleanout in the yard. The drainage system is then filled up to a measureable level. We allow the system to hold water for about an hour. This static test tells us if there are any additional breaks in the drainage system or any leaks in our repair(s). Your system passed. In addition to our testing, Champion Plumbing also pulled a city plumbing permit. Upon completion of the repair, the job was scheduled for inspection with a City Plumbing Inspector. The inspector’s duty is to ensure work is performed properly. This includes using approved methods, approved materials, ensuring proper codes are followed (IE: proper drainage/fall) and work is performed by a licensed company. The inspector passed the inspection, ensuring the job was performed properly. I attached a copy of the permit from the City of San Antonio’s website. The website shows the permit application as Finalized. In reading your letter, you had a tub stoppage and a washer stoppage. Upon [redacted] arriving in July of 2015 (dispatch records), he ensured the repair Champion Plumbing performed was in working order. After inspecting the house drain, [redacted] suspected an issue with a branch line. He quoted a price for further investigation as this was proved to be a separate issue than the prior repair. I understand you opted not to have Champion Plumbing perform further investigation. On your first/second opinion stated in your letter, a camera was ran by a plumber. You were told there was PVC piped to the toilet area. This would confirm that [redacted]/Champion Plumbing replaced your house drain to the toilet area as agreed. Keep in mind, your entire system passed a static test at the time of Champion Plumbing’s repair. This plumber confirmed what [redacted] suspected when he was out in July 2015… that there was a problem on a branch line. It also confirmed [redacted]’s statement that the problem area was a different issue than previously corrected. This branch line was from the tub to the toilet, based on your other opinions. Also keep in mind, Champion Plumbing does not warranty existing plumbing. I understand your frustration and hope this letter serves to clarify the scope of work Champion Plumbing performed. Please take into consideration that Champion Plumbing performed necessary work and stand behind our workmanship. Champion Plumbing’s repair was done in accordance to both Texas State and local plumbing codes. Champion Plumbing only quoted/preformed the work that needed to be performed at the time of service. Champion Plumbing also charged only for work that was contracted and completed. I apologize but I do not agree that Champion Plumbing could have any possible liability for any problems or future problems that develop to the original plumbing within your residence.Respectfully,[redacted]

Complaint: [redacted]
I am rejecting this response because:The response is simply a copy of the unsatisfactory letter the company sent me on March 21st. I had sent a certified letter on January 21st, which the company refused to pick up from the post office. After my letter was returned to me, I sent another letter by regular mail without a return address. My second letter was just a cover letter for the original letter which I attached. In my cover letter, I stated that I would contact the Revdex.com and the state plumbing board if I did not have a satisfactory response by March 15th. Several days later, Champion called and asked me to give them a couple of days to research the situation. I called them on March 16th and asked if they were going to respond to the letter and was told I would have it via email by the end of the business day. In fact, I didn't receive it until March 21st. That letter is the one copied as Champion's response to the Revdex.com. The letter does not address the fact that Champion's plumber told me that the worst problem was in my hall bath, and they were to replace the line there. Yet, the same problem still exists today.I have contracted with another company to make the repairs. Yesterday, their plumber did a camera inspection and reported that the line was replaced only 20.5 feet under the house, although my contract with Champion called for a 30-foot tunnel. The blockage is at 27.9 feet--the spot Champion was supposed to reach with the 30-foot tunnel. Champion did not complete the work contracted and paid for, and they have not addressed that issue in their response. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]So who provided the correct information in regards to once or twice service with the service plan. Just the refund and I'll wash my hands of you and your business. I've been told the check was coming before, (17 Jul 2016). Suppose I'll have to take you at your word again huh? Enough said. Thanks Revdex.com for assisting me with this matter.

The number listed is not a personal number, it is one of the company lines. However, the details do not matter. A refund check (Number [redacted]) has been issued and mailed as of 8/3/2016. I believe this is what you were requesting. Thank you

The previous response addresses, along with [redacted]'s previous visit, covers everything. I confirmed the subcontractor for excavation charged for 30 ft of excavation. They followed the house drain past all the problems and breaks marked by [redacted]. They tunneled slightly past the last break (which was the largest) to ensure we tied onto a good section of pipe. On a tunnel job you are charged for the footage excavated, not the amount of pipe replaced. The entire line was replaced to that point. A static test was performed on the entire system and PASSED. This indicates there were no other breaks/leaks in the system at the time of service in 2014. A permit was pulled... this means a third party from the city came out to inspect the entire job. The job passed inspection and was verifies it was done correctly. I'd also like to point out again, that Champion does not warranty any original plumbing. This means we warranty the work we performed but can not warranty your original cast iron plumbing that was not replaced and still exist. I also want to point out that Champion replaced the house drain up to that bathroom and this was confirmed by your two second opinions as stated in your letter. I also want to point out that your two second opinions stated you had a break on a seperate line. This is a small line that runs from the tub, towards the toilet per your letter as well. This line was not replaced by Champion, nor did you pay to have this line repaired. I would also like to point out, this original line passed a static test during our original repair back in 2014. I would also like to point out that said work had a one year warranty. We fulfilled our obligations back in 2014 and stand by the repairs we made, the static test performed/passed at the time and the inspector that crawled under the home, inspected the entire job and blessed the work done with a green tag. I'd also like to point out that your entire house drain, to that point we replaced, was in very bad shape. Also the replaced section of sewer line in the yard was in need of replacement. [redacted]/Champion was honest in our assessment and work. We did not attempt to sell you an entire sewer line that you did not need. We also did not sell you on re-piping your entire home as it was not needed at the time of service. Champion simply bid and replaced was was needed back in 2014. The remainder of your system appeared and tested good. Also, It wasn't just one bad spot Champion replaced. Again, everything replaced was necessary and everything left not replaced was tested to be in working order at the time.  I apologize for the other issues that developed in your system. However, regardless of how close to the repairs made by Champion, they are separate issues. Separate issues on a separate branch drain line. I strongly feel that Champion had/has done everything properly. Therefore, your demand for money to have another company fix a completely different line just seems crazy to me. I can not explain work performed in any further detail. Your threat of legal action will also not change what transpired nor change the way I strongly feel. I'm prepared to invest resources to simply defend Champion's integrity.

Complaint: [redacted]
I am rejecting this response because:The lack of communication was not just one instance.  It was several instances in a period over a week.  Your company doesn't communicate well with its customers and you don't take responsibility for it.  In regards to paying for the condenser:   Your technicians gave me a receipt upon the completion of the work, which was supposed to happen at 10 am (and I got no call but had to call you to find out what was going on) and didn't happen until after 3pm and work completed at 5:30 pm on a Saturday.  The technicians were wonderful to work with, once they arrived,  and related to me that the previous technician had even put in a wrong part upon inspection of the unit.   The receipt I received after the work was finished said nothing was owed and I signed it on August 15.   So you are not granting me anything special here because of my complaint and it should not be made to look as you giving me a favor because of this Revdex.com complaint process.   Then you called me trying to collect it which happened to be on the very day of my last response in this complaint string.  [redacted] may share responsibility.  However, it is YOUR responsibility to communicate with clients with whom you set appointments and to even know what receipts have been given before you call trying to collect funds.   It's common courtesy.  You are not taking responsibility for any of this at all which I think reflects even more poorly on your company.  If you would just take responsibility things could've turned out much differently.I think the complaint should stand for the public to read.   It doesn't matter who is at fault for getting a part.  You communicate with a client.   It's good business practice.   We have lives and our own jobs too.  You need to build a process of follow-up with clients for appointments.  People make changes in their daily lives and schedules and there seems to be no regard for that from your company. I would like to hear your office take responsibility and not try to make it sound like everything was the fault of the warranty company.  And trying to make the payment for the condenser sound like something that happened just recently because of this complaint string is just false and I have the receipt to prove it.   Come on, step up and take responsibility.  It goes a long way!
Regards,
[redacted]

If your seeking acknowledgement that there was a lack of communication, I agree. My point is, the timing on the condenser install has alot to do with when the equipment is ready for pick up. Champion Plumbing & Air receives no estimation on when equipment will be ready that is order through your home warranty company. We are simply told we will be contacted by [redacted] when it is ready for pick up. In many cases, we have had customers calling and stating we were supposed to be out to install as their equipment is ready. Upon investigation, we find we were never informed by [redacted] that equipment is ready but the homeowner was informed first. Also, as far as not paying for the condenser, you did have an agreed out of pocket expense of 280.00 My technician, [redacted] indicated you told us to bill you upon completion of the install. Upon Lisa calling you for collection, you stated we were only calling because you filed a complaint. You also stated you were unaware of any responsibility and we could go to court over it.  At this point, please keep the 280.00 for your troubles and headache in having to wait for your home warranty to obtain equipment and the lack of communication between all parties.